Technological developments have brought many benefits to all kinds of organisations. It isn't easy to imagine modern-day customer service without the help of technology. Digitalisation has allowed all of us to experience a more personalised service, quicker delivery, and instant access to support. Unsurprisingly, it is easy to get used to comfort. As a result, consumers' expectations keep growing, and companies need to keep up with the pace.
Organisations dealing with car damage repairs are no exception. Drivers' expectations are only getting higher, and are often no longer in sync with how the repair journey is actually experienced. Unfortunately, this process is often outdated, quite complicated, and still filled with inefficient steps. Nowadays, offering outstanding support and service is crucial. When an organisation does not try to accommodate the needs of their drivers, they risk dissatisfying them and having to deal with the consequences that will follow, which is why many organisations are prioritising driver satisfaction when optimising their repair handling process.
At first, the idea of improving the driver's repair journey might give off the impression that only drivers will benefit, but companies have a lot to gain as well. This article, based on our whitepaper: "How digitalisation increases driver satisfaction", explores what organisations can gain by implementing digital solutions into the repair journey, and how beneficial the elevating of driver satisfaction can be.
The benefits of a digital repair journey
The fact that digitalisation plays a considerable role in revamping the journey almost goes without saying. Digital tools are integral components in transforming the repair journey, so the following points all imply that there are technological solutions in place.
One of the most important benefits is how much time can be saved during the process. Nowadays, most of the repair arrangements can be handled online, without being dependent on many manual steps in between that can drag out the process for weeks on end.
Take our driver app, for example. Here, drivers can submit complete damage reports by uploading photos of their damage and adding a short description. All relevant vehicle and driver information is already in our database, so drivers will only have to share specific details of their damage. Because everything is stored and automatically shared with relevant stakeholders, the driver never has to repeat himself.
With the help of advanced tools, most car damage can be assessed accurately without needing a physical inspection. Our data shows that 72% of all damage reports submitted to Fixico's platform were assessed entirely digitally. So, in most cases, body repair shops could handle their entire intake process without the driver having to come by for a physical inspection first (and then make another appointment for the actual repair). This has drastically reduced the time it takes to be able to schedule a repair. According to Fixico's data, from the moment a damage report is submitted, it takes an average of 2.3 days before the repair can be scheduled.
As drivers' expectations keep growing, they expect more services to cater to their needs. Understandably, drivers prefer the repair to be quick and efficient, being constantly updated, and able to schedule the repair on a date and time that suits them best.
But there are also many additional offerings that can improve the overall satisfaction of the driver. For instance, everyone likes their car to be clean. So, many body repair shops make sure to include a complimentary car wash. According to our data, this service is provided in 44% of all cases.
But additional services are much more than that. For example, logistically, bringing your vehicle into the body repair shop can be quite a hassle. For many drivers, it is far more convenient to have the car picked up and returned at the location that's more suitable for them. Fixico's data shows that in 40% of all cases, drivers request a pick-up and return service from the body repair shop. But the most popular additional service is by far the replacement vehicle. In fact, 85% of drivers request access to a replacement vehicle while their car is in the shop.
Allowing drivers to experience a personalised repair journey will increase satisfaction. Fixico's data shows that drivers' opinion on the overall repair journey amounted to an average rating of 4.6/5 in 2020.
Gaining real-time insights
Improving drivers' repair journey with digital tools gives companies access to valuable real-time insights. Companies can keep track of every repair that is currently underway, as well as how the body repair shop and the driver communicate with each other. By tracking the repair process, companies can learn from driver behaviour and analyse network performance.
Having real-time insights help immensely in planning for both drivers and companies. For instance, fleet- or claim managers will be able to know exactly how much time is needed for the repair beforehand; when the repair is completed; be notified beforehand in case of any unexpected delays, or additional work requests. As a result, fleet- or claim managers have full control during the entire process.
Reporting on KPIs
Quite often, fleet-or claim managers don't know how the driver experienced the repair journey, if everything went according to plan and on which parts it can improve. With digital tools in place, companies can access every repair that they've handled and leverage this historical data to make better decisions in the future for similar damage occurrences.
Reports show which KPIs have been achieved and which haven't. For example how much time was spent on arranging the repair; how much repair costs have been saved; the preferences the driver had; and what metrics could've been improved? Reporting allows organisations to analyse the entire process, learn from driver behaviour and strategically choose future repair handling steps.
Furthermore, companies can see the ratings and reviews of each body repair shop in the network. This can help speed up the decision-making process and get information beforehand on what to expect from the repairer.
It is evident that by improving the repair journey with digital solutions, all parties involved can benefit tremendously. It creates an opportunity to streamline the workflow of drivers, body repair shops, and fleet- or claim managers. Companies use Fixico to offer a frictionless repair journey to their drivers, gain insight into the drivers' journey and keep track of important KPIs.